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Program Manager (Wrap Around Support Services

Program Manager (Wrap Around Support Services

North Lawndale Employment NetworkChicago, IL, US
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Job Description

Job Description

The North Lawndale Employment Network (NLEN) seeks an experienced and dedicated Manager of Wraparound Support Services (WASS) to oversee all client-centered supportive services within our Financial Opportunity Center. The WASS Manager plays a pivotal role in ensuring effective delivery of services that address clients’ diverse needs, reduce barriers to employment, and foster long-term stability and self-sufficiency.

Reporting directly to the Director of Workforce Innovation and Solutions, the WASS Manager will contribute to the organization’s strategic vision while driving operational excellence, accountability, and impact across the wraparound support functions.

Key ResponsibilitiesLeadership and Team Management

  • Provide strong leadership, supervision, and accountability for the wraparound support team, ensuring a culture of excellence, transparency, and client-first service delivery.
  • Hire, onboard, train, coach, and evaluate staff to ensure high performance and continuous development.
  • Establish clear performance metrics and use structured systems (trackers, dashboards, regular reporting) to monitor team outputs and outcomes.

Client Support and Case Management

  • Oversee the delivery of comprehensive support services (housing, digital literacy, food security, healthcare access, childcare, transportation, financial counseling, and public benefits navigation).
  • Ensure all clients receive timely intake, assessment, individualized service planning, and follow-up.
  • Drive consistent case management practices with required documentation, including needs assessments, referrals, service plans, and progress notes.
  • Maintain a focus on quality of service, cultural responsiveness, and measurable impact on client self-sufficiency.

    • Compliance, Reporting, and Systems Management

  • Ensure all program activities and data entry are completed accurately, on time, and in compliance with funder requirements (ICCB, LISC, JTED, Good Jobs, Wellness West, etc.).
  • Partner with the grants teams and funders to maintain reporting schedules, deliverables, and data integrity in Salesforce and another required reporting system.
  • Develop and enforce standard operating procedures (SOPs) to ensure visibility, consistency, and accountability across wraparound services.
  • Serve as the point of contact for funders and external auditors regarding wraparound services compliance.

    • Program Development and Continuous Improvement

  • Contribute to the design, implementation, and refinement of strategies, policies, and workflows that strengthen wraparound supports.
  • Use data and client feedback to evaluate program effectiveness, identify gaps, and implement continuous quality improvement initiatives.
  • Ensure alignment and integration of wraparound supports with workforce development, financial coaching, and transitional jobs programs.

    • Partnership Development and Collaboration

  • Build and manage partnerships with community-based organizations, healthcare providers, housing agencies, food pantries, childcare providers, and other stakeholders to expand service capacity.
  • Maintain strong internal collaboration with workforce, business solutions, and social enterprise teams to ensure seamless, holistic support for clients.
  • Represent NLEN at community meetings and funder convenings as needed.

    • Qualifications

  • Bachelor’s degree in Social Work, Human Services, Public Administration, or related field (Master’s preferred).
  • Minimum of 5 years’ progressive experience in case management, social services, or workforce development, with at least 2 years of supervisory / management experience.
  • Demonstrated ability to manage program compliance, reporting, and documentation with attention to detail and timeliness.
  • Proven experience implementing systems that create visibility, accountability, and consistency in service delivery.
  • Strong understanding of wraparound support services, social determinants of health, and barriers facing justice-impacted and under-resourced populations.
  • Excellent communication, organizational, and problem-solving skills.
  • Proficiency with data systems and reporting platforms; Salesforce experience strongly preferred.
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